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Itil Service Desk Manager Jobs (NOW HIRING)

Arraya Solutions, Inc

Service Desk Manager

Blue Bell, PA · On-site

The Service Desk Manager owns the performance, strategy, and leadership of the Service Desk, with a ... ITIL Foundation certification preferred * Excellent written and verbal communication * Proven track ...

Jobtailor

Service Desk Manager - Contract

Houston, TX · On-site

ITIL 4 certification is a plus but not required * Strong communication, leadership, organizational ... Service Desk Management * Operational Process Improvement * Team Leadership and Development * IT ...

Omniscius Consulting

Service Desk Manager

Ashburn, VA · On-site

We are seeking an experienced Service Desk Manager to provide leadership, direction, administration ... Current ITIL certification . Preferred Certifications * One or more Help Desk Institute (HDI ...

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

... Service Desk Manager. The ideal candidate demonstrates strong leadership qualities, technical ... Participate in ITIL-based process implementation and optimization. * Support initiatives for ...

ICF

Service Desk Manager

Washington, DC · Hybrid

Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.

ICF

Service Desk Manager

Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.

GDIT

Service Desk Manager

Newington, VA · On-site

$127K - $172K/yr

ITIL Foundations - ITIL - ITIL, Security+ - CompTIA - CompTIA Experience: 5 + years of related experience US Citizenship Required: Yes Transform technology into opportunity as a Service Desk Manager ...

Firelands Health

Service Desk Manager

Sandusky, OH · On-site

Manages, optimizes, and leads the evolution of Service Desk and Desktop Support practices in alignment with IT Service Management principles and the ITIL framework, including incident management ...

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Itil Service Desk Manager information

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How much do itil service desk manager jobs pay per year?

As of Sep 11, 2026, the average yearly pay for itil service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

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Infographic showing various Itil Service Desk Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

MSP Service Desk Manager

Los Angeles, CA • On-site, Remote

Red Cup IT, Inc.
Network Security • 11 - 50 employees
Learn more about Red Cup IT, Inc.external

Full-time

Re-posted 2 days ago

Job description

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing daytoday support operations, and ensuring consistent, highquality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent enduser experience.

Key Responsibilities
  • Lead, coach, and develop a team of Level 1-3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring.
  • Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments.
  • Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed.
  • Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices.
  • Act as the primary escalation point for complex or highimpact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly.
  • Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive longterm customer satisfaction.
  • Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients.
  • Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement.
  • Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements.
  • Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting.
  • Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents.
Qualifications
  • 3-5+ years of experience in an MSP or similar managed services environment, including prior handson service desk/support experience.
  • 2+ years in a leadership or supervisory role managing a technical support/service desk team.
  • Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred.
  • Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA).
  • Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and nontechnical stakeholders, including executives and end users.
  • Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations.
Core Competencies
  • People leadership and coaching
  • Customer service and conflict resolution
  • Process design and continuous improvement
  • Incident and major incident management
  • Time management and prioritization in a highvolume MSP environment
Employment Type: FULL_TIME

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